Job Description: Assistant General Manager – Operations & Customer Service
The Assistant General Manager (AGM) – Operations & Customer Service is responsible for the day
to-day operational efficiency and service excellence of the mall. This role ensures smooth facility
operations, high standards of customer service, tenant coordination, and a safe, welcoming shopping
environment, while supporting the General Manager in strategic and administrative functions.
Key Responsibilities
a. Operations Management
- Oversee daily mall operations including housekeeping, maintenance, security, parking, and
facility management
- Ensure compliance with safety, fire, and statutory regulations
- Monitor vendor and contractor performance (AMC agencies, security, cleaning, pest control,
etc.)
- Manage operational budgets, cost control, and expense tracking
- Coordinate with engineering/technical teams on HVAC, electrical, escalators, and building
systems
- Conduct regular facility audits and ensure prompt closure of maintenance issues
b. Customer Service
- Lead and mentor the customer service and guest relations team
- Ensure consistent, high-quality customer experience across all touchpoints (help desks,
information counters, valet, washrooms, etc.)
- Handle escalated customer complaints and ensure timely resolution
- Design and monitor customer service SOPs, mystery shopper audits, and feedback
mechanisms
- Drive initiatives to improve footfall experience, wayfinding, and accessibility
c. Tenant & Stakeholder Coordination
- Liaise with retail tenants on operational issues, fit-outs, and service-level compliance
- Coordinate with marketing and leasing teams for events, promotions, and campaigns
- Act as primary point of contact for tenant grievances related to operations
d. Team Leadership
- Supervise operations, housekeeping, security, and customer service staff/supervisors
- Conduct performance reviews, training, and capacity building for the team
- Prepare duty rosters and ensure adequate manpower coverage across shifts
e. Safety & Compliance
- Ensure mall-wide compliance with fire safety, health, and emergency protocols
- Conduct mock drills and maintain emergency response readiness
- Liaise with local authorities (fire department, municipal corporation, police) as required
f. Reporting & Administration
- Prepare daily/weekly/monthly operational and customer service reports for the GM
- Track KPIs: footfall, complaint resolution time, service audit scores, cost per sq. ft.
- Support the GM in budgeting, planning, and strategic initiatives
Key Requirements
a. Education
- Bachelor's degree in Business Administration, Hospitality, Facility Management, or related
field (MBA preferred)
b. Experience
- 10–15 years of experience in mall/retail operations, hospitality, or facility management
- Minimum 3–4 years in a supervisory/managerial role
- Prior experience in a retail mall, large-format retail, or hospitality environment strongly
preferred
c. Skills & Competencies
- Strong leadership and team management skills
- Excellent customer service orientation and complaint-resolution ability
- Sound knowledge of facility management, vendor management, and safety compliance
- Strong communication and stakeholder management skills
- Proficiency in MS Office; familiarity with CAFM/FM software is a plus
- Ability to work under pressure and manage multiple priorities
- Willingness to work flexible hours, including weekends and holidays (retail environment)
Key Performance Indicators (KPIs)
- Customer satisfaction / NPS scores
- Complaint resolution turnaround time
- Facility uptime and audit compliance scores
- Operational cost management vs. budget
- Safety incident rate
- Staff attrition and training completion rates
